Presulis Hideaway Apartments & Restaurant

Business Trip Everthing was good, especially the barista coffee service at the breakfast.

We were quite disappointed with our stay at this property, which did not live up to the expectations set by its website. The property is marketed as a quiet, relaxing, and luxurious hotel/apartment complex, and given the high price point, we anticipated a premium experience similar to what we've enjoyed at other establishments in the area. Unfortunately, the reality was quite different. What we encountered was more akin to a traditional family-run establishment rather than the luxurious retreat we were promised. Upon arrival, we discovered that the room we had specifically booked through their website was not available. Instead, we were assigned a different room, which was far from what we had selected and paid for. The receptionist, who was polite, did show us an alternative room, but it was even worse: it lacked privacy and was directly in front of the always-busy pool. The room we were assigned was not listed in their catalog, as it is a new addition located next to the owner's apartment. It was far from the peaceful environment we expected, being situated beside the restaurant and above the main road—the only road leading to the property. The view was nothing more than the rooftop of the restaurant (probably a quarter of the beloved castle was visible). When we addressed our concerns with the manager, we were told they were considering “downgrading” the room, yet we were still charged the full price for the luxury chalet we had originally booked (ah no, they gave us one body lotion and a shower gel). This was incredibly frustrating and demonstrated poor customer service. It felt as though they didn’t care about our experience at all. Additionally, there were several other aspects that contributed to our dissatisfaction. The property lacks a genuinely relaxing and private area; music plays constantly, with the same tracks looping endlessly. The breakfast self-service area is small and cramped, barely accommodating four people at a time. Other issues we encountered included a balcony facing the road with a bright, powerful light that couldn’t be turned off, hair in the sheets, and even a contact lens left in the bathroom. Our overall takeaway is that this property, like many others, fails to deliver on its brand promises. Perhaps we were simply unlucky, but it seemed that no one at the property truly understood—or cared about—our concerns.

My and my family spent in this hotel already second vacation and I have to write that stuff is amazing. All of them are very very nice and nothing is problem for them. Always when we asked for something non-standard they always with smile provided it for us. This customer service should be taught to other hotels.